ROLE ACTIVITIES
1. Customer Experience Strategy Development
- Design and implement a comprehensive customer service and experience strategy across all channels (branches, contact centres, digital platforms).
- Align CX initiatives with the institution’s overall business goals.
2. Team Leadership and Management
- Lead, mentor, and manage the customer service teams to ensure high performance and adherence to service standards.
- Develop training programs to equip staff with the necessary skills to provide excellent customer service.
3. Customer Feedback and Insights
- Develop processes for collecting and analyzing customer feedback (e.g., surveys, complaints, social media).
- Utilize feedback to drive continuous improvements in service delivery.
4. Cross-Functional Collaboration
- Work closely with product, marketing, IT, and operations teams to ensure that customer needs are met across all touchpoints.
- Collaborate with other departments to implement customer-centric innovations.
5. Customer Journey Mapping
- Map customer journeys to identify pain points and opportunities for improving service delivery.
- Implement corrective actions to streamline customer experiences.
6. Service Level Management
- Develop and monitor customer service standards (KPIs like first response time, resolution time, Net Promoter Score (NPS), etc.).
- Ensure service delivery is consistent across all channels, adhering to internal and external compliance.
7. Technology and Digital Solutions
- Implement technology-driven solutions (e.g., CRM systems, chatbots) to enhance service efficiency and customer satisfaction.
- Identify and integrate emerging technologies to optimize customer experiences.
8. Escalation Management
- Handle high-level customer complaints and issues, providing resolutions and maintaining customer loyalty.
9. Reporting and Analytics
- Develop regular reports on customer service performance and experience metrics.
- Use data analytics to inform business decisions and enhance the customer experience.
QUALIFICATIONS AND EXPERIENCE
- Bachelor’s degree in Business Administration, Marketing, Customer Experience, or related fields;
- An advanced degree (MBA or equivalent) is preferred;
- Certifications in Customer Service Management, Customer Experience (CX) management, or relevant fields;
- Proficiency in customer service software (CRM systems), data analysis tools, and digital communication platforms;
- 8 years of experience in customer experience, sales, or relationship management within the financial services industry.
- Proven track record of success in a senior customer experience or sales role, with demonstrated experience in leading teams;
- Experience in managing and developing a team of customer experience professionals;
- Strong background in strategic planning and execution, with a focus on achieving customer experience growth;
- In-depth knowledge of the financial services industry, including market trends, competitive dynamics, and regulatory environment;
- Extensive experience managing relationships with high-value clients and developing strategies to enhance customer satisfaction and retention;
- Proven ability to engage with senior executives and decision-makers within client organizations.
Closing date: 31 December 2024